System and method for facilitating sales utilizing customer relationship management technology

ABSTRACT

A system and method of providing relevant sales context information that would enable vendors to reduce cost of operations, increase productivity of their mobile sales forces, and drive improved efficiencies throughout. Mobile sales force representatives can utilize a handheld computing device for reviewing relevant customer sales information prior to a sales visit; for training and other purposes during a sales visit; and inputting new customer sales information during or after a sales visit, which can then be uploaded to a server over a wireless network for future use. The handheld device can communicate with a server to download the customer information onto the handheld device and to upload from the handheld device current customer information data obtained from a customers sales visit to a server. The server can transmit the current customer information data to multiple sales force representatives who can utilize that information in the sales environment.

RELATED PATENT APPLICATIONS

This patent application is related to U.S. patent application Ser. No.10/421,639, entitled “Systems and Methods for Providing Field ForceAutomation in Big Box Retail Environments,” filed Apr. 22, 2003, U.S.patent application Ser. No. ______, entitled “System and Method ForCommunicating Data Between Wireless Mobile Hand-Held Computer and aBack-End Computer System,” filed on Dec. 23, 2005 (Attorney Docket No.07258.105008); U.S. patent application Ser. No. ______, entitled“Systems and Methods For Managing Asset Installation and Evaluation,”filed concurrently herewith on Dec. 30, 2005 (Attorney Docket No.07258.105010); and U.S. patent application Ser. No. ______, entitled“System and Method for Facilitating the Transfer of Information Relatingto Quality of an Organization,” filed concurrently herewith on Dec. 30,2005 (Attorney Docket No. 07258.105009). The complete disclosure of theabove-identified related applications is hereby fully incorporatedherein by reference.

FIELD OF THE INVENTION

The invention relates generally to Customer Relationship Management(CRM) technology. More particularly, the invention relates to a systemand method for enabling mobile sales force representatives to utilizemobile handheld computing devices that can be synchronized with a secureserver for obtaining relevant information in the sales context in a nearreal-time environment.

BACKGROUND

In the conventional sales environment, companies employ large numbers ofsalespeople to promote and sell their products in particular territoriesand regions. These mobile sales force representatives can be responsiblefor hundreds and possibly thousands of customers. Furthermore, while notonly handling existing customers' accounts, mobile sales forcerepresentatives are continuously encouraged by their employers toincrease sales and add new accounts. The ability for a mobile salesforce representative to balance the workload and be an efficientsalesperson can be extremely difficult.

To assist their sales force, companies maintain large amounts ofinformation about their products and their customers so they can pass italong to their sales force. In a typical sales context, a mobile salesforce representative can access this information by contacting atechnician at a call center run by the company. This informationconsists of details about new products, the particular customer'shistorical information, and other relevant sales information. This typeof system can be inefficient as the vendor has to spend money to employindividuals to monitor the calls and the mobile sales forcerepresentatives are spending valuable time on the phone trying tocollect what can amount to a large volume of information about a productand/or customer.

Another problem that currently plagues mobile sales forcerepresentatives is the managing of customer communications. For largecustomers that buy and sell huge volumes of products, multiple mobilesales force representatives may be necessary to handle the customer'sdemands. Therefore, it is not uncommon for certain tasks to be performedmultiple times or not at all, as the mobile sales force representativeshave difficulty in determining what the other representatives are doingor have done with regard to a particular customer.

In addition, for both sales and customer communications information,there is a delay on how quickly this information is fed back into thecompany's databases. In a conventional approach, the mobile sales forcerepresentatives are required to complete written reports or checklistssummarizing client meeting or filling out purchase orders for new salesorders. In turn, this information must be phoned in, mailed, orhand-delivered back to the company in order for them to enter theinformation into the appropriate databases. Especially for customercomments, this information may not be available until after a subsequentcustomer contact; therefore, leading to continued inefficiencies insupporting the customer's demands.

Furthermore, mobile sales force representatives have typically beenhesitant when it comes to adopting new technological innovations toassist them in their jobs. Many mobile sales force representativeseither ignore technology innovations all together and rely on their ownskill or they become frustrated when they must adapt to working withmultiple devices such as cell phones, laptops, pagers, personal digitalassistants (PDA), etc.

Accordingly, there remains a need for a system and method of providingrelevant sales context information that would enable vendors to reducecost of operations, increase productivity of their mobile sales forces,and drive improved efficiencies throughout.

SUMMARY OF THE INVENTION

The invention satisfies the above-described and other needs by providingsystems and methods for facilitating the transfer of relevant salesinformation from a server to a mobile handheld computing device and froma mobile handheld computing device to the server in real-time or nearreal-time. The handheld devices can be configured with specializedsoftware for assisting the sales representative in reviewing relevantcustomer information prior to a sales visit; utilizing the device fortraining and other purposes during the sales visit; and inputting newcustomer sales information after a sales visit, which can be uploaded toa server for future use by multiple handheld devices.

In preparation for visiting a customer location or to conduct researchabout a particular customer, a mobile sales force representative canobtain the most current, relevant sales context information bysynchronizing the handheld device with a database. In order tosynchronize with the database, the handheld device can determine whetherthere is a wireless connection available with a middleware server. Whena wireless connection becomes available, a synchronization request istransmitted from the handheld device to the middleware server. Eachhandheld device can be assigned a unique identifier, whereby when themiddleware server receives a synchronization request from the handheld,the database can then associate that identifier with a particulardatabase classification, such as by a particular territory or group.After receiving the synchronization request, the handheld device caninitially upload to the middleware server all files that have not yetbeen previously transferred and then subsequently, the handheld devicecan download new files from the middleware server to the handhelddevice.

To facilitate a rapid upload process, the middleware server can specifythat each handheld device maintain an index of files to be uploaded.During a synchronization request, the file index can be transmitted tothe middleware server, and the middleware server can parse the index andcross-references each indexed file against its list of files receivedfrom the handheld device. Next, the middleware server can instruct thehandheld device to upload only those indexed files that have not beenpreviously received and/or not received within a certain timeframe bythe middleware server. The handheld device can upload the files to aqueue on the middleware server. The middleware server can then processand transfer the queued files to the database for storage through a FTPserver. Any files that are received intact from the handheld device canbe added to a list maintained by the middleware server to assist inuploading the correct files during a subsequent synchronization request.

To facilitate a rapid download process, files downloaded from themiddleware server to the handheld device can be staged in advance of thefile synchronization request. When a file synchronization request isreceived at the middleware server from a handheld device, the middlewareserver can detect one or more identifiers associated with the handhelddevice and can transmit any files associated with the identifier(s) tothe handheld device. After receiving the files, the handheld device cansort and display the records in predetermined categories based on thesoftware of the handheld device and the preferences set by a sales forcerepresentative or the sales force representative's agency. The salesforce representative can make selections on the handheld device to viewthe particular categories in order to review the customer information.

The invention allows mobiles sales force representatives or theiragencies to access the most current customer information in real-time ornear real-time. Furthermore mobile sales force representative agenciescan monitor their mobile sales force representatives' performance aswell as provide the mobiles sales force representatives with the mostcurrent information about new products that will assist them in thesales environment.

Additional aspects, features, and advantages of the invention willbecome apparent to those skilled in the art upon consideration of thefollowing detailed description of illustrated embodiments exemplifyingthe best mode of carrying out the invention as presently perceived.

BRIEF DESCRIPTION OF THE DRAWINGS

FIG. 1 is a block diagram illustrating an exemplary operatingenvironment for implementation of various exemplary embodiments of theinvention.

FIG. 2 is a flow diagram illustrating steps in a method for facilitatingsales utilizing customer relationship management technology, accordingto an exemplary embodiment of the invention.

FIG. 3 is a block flow diagram illustrating steps for synchronizing thehandheld device with the database, according to an exemplary embodimentof the invention.

FIG. 4 is a block flow diagram illustrating steps for uploading relevantsales context information from the handheld device to the database,according to an exemplary embodiment of the invention.

FIG. 5 is a block flow diagram illustrating steps for downloadingrelevant sales context information from the database to the handhelddevice, according to an exemplary embodiment of the invention.

FIG. 6, comprising FIG. 6-1 through FIG. 6-8, illustrates exemplaryscreen displays which provide a demonstration of the functionality ofthe handheld device in accordance with an exemplary embodiment of theinvention.

FIG. 7 is an illustration of a bar chart 700 indicating relative salesforce representative performance relating to product sales promotion tocustomers, generated in accordance with an exemplary embodiment of theinvention.

DETAILED DESCRIPTION OF EXEMPLARY EMBODIMENTS

The invention provides systems and methods for enabling mobile salesforce representatives to utilize a handheld computing device forreviewing relevant customer sales information prior to a sales visit;for training and other purposes during a sales visit; and inputting newcustomer sales information during or after a sales visit, which can thenbe uploaded to a server over a wireless network for future use. Thehandheld device may communicate with a secure server via a network inorder to upload data and to receive messages, data, software updates,etc. Data uploaded to the secure server may be stored in a database.Mobile sales force representatives or sales force representativeagencies may be provided with permission-based access to the database inorder to perform data analysis.

Sales force representative agencies may be responsible for monitoringthe progress of the mobile sales force representatives. Ultimately, thesystems and methods of the invention allow mobile sales forcerepresentatives, utilizing mobile handheld devices, with real-time (ornear-real-time) access to information regarding the sale andpresentation of product lines. Furthermore, the invention can providemobile sales force representative agencies with information regardingthe performance of the mobile sales force representatives. Exemplaryembodiments of the invention will hereinafter be described withreference to the drawings, in which like numerals are used to indicatelike elements.

FIG. 1 is a block diagram illustrating an exemplary operatingenvironment for implementation of various exemplary embodiments of theinvention. Network devices are interconnected via a network 120. Thenetwork 120 can comprise a wired or wireless telecommunication means bywhich network devices can exchange data, including for example, a localarea network (“LAN”), a wide area network (“WAN”), an intranet, anInternet, or any combination thereof. Throughout the discussion ofexemplary embodiments of the invention, it should be understood that theterms “data” and “information” are used interchangeably herein to referto text, images, audio, video, signatures, and/or any other form ofinformation that can exist in a computer-based environment.

A network device can be any device capable of transmitting and receivingdata over the network 120. For example, a network device can be amiddleware server 130, a file transfer protocol (“FTP”) server 150, asales force representative agency device 145, a handheld device 105,and/or dedicated storage devices, such as a database 135 or 155. Themiddleware server 130 can comprise software for interacting, e.g., viathe network 120 and/or a direct data link (not shown), with the FTPserver 150 to obtain data from the backend database 135. The inventioncould include any number of backend databases 135 as represented in FIG.1.

As one example, a sales force representative agency device 145 caninteract with the middleware server 130 via the network 120 using webbrowser application software. Each sales force representative agencydevice 145 can comprise a desktop computer, a laptop computer, ahandheld device 105, or any other wired or wireless, processor-drivendevice. By way of illustration only, the handheld device 105 can be aMicrosoft Windows® CE-based device, such as the Casio ‘Cassiopeia,’ theDell™ ‘Axim™,’ etc., a Palm OS-based personal digital assistant (PDA),or any other suitable handheld computing device. The handheld device 105can comprise input/output (“I/O”) devices, such as a display screen 107,integrated controls (buttons) 109, a camera 115, a scanner (not shown),a microphone 111, a speaker (not shown), and a printer 112. The handhelddevice 105 can be configured with any combination of integrated I/Odevices or add-on I/O devices. Add-on I/O devices can be coupled to thehandheld device 105, e.g., by way of an expansion slot, port, wirelesslink, or other suitable interface. The display screen 107 can betouch-sensitive or motion-sensitive to accept input signals from apointing device 113, such as a stylus or finger.

The handheld device 105 can further comprise communication capabilitiesin any well-known or emerging form, including, e.g., a modem, a networkinterface, or the like. Through such capabilities, the handheld device105 can communicate with the network 120 via a wireless connectionand/or via a wired connection. By communicating via a wirelessconnection, for example, the handheld device 105 can transmit data to,and receive data from, the middleware server 130 in real-time or nearreal-time. Thus, the sales force representative agencies, can trackproduct sales and customer information and monitor sales forcerepresentatives' performance in real-time or near real-time. By way ofexample, see co-pending U.S. patent application Ser. No. ______,entitled “Systems and Methods For Managing Asset Installation andEvaluation,” filed concurrently herewith on Dec. 30, 2005 (AttorneyDocket No. 07258.105010), which is hereby fully incorporated herein byreference.

In addition, the sales force representatives can continually receiveupdated customer and vendor information that can assist them inperforming their work assignments. In one embodiment of the invention,the handheld device 105 can communicate with the network 120 via anothernetwork device, for example, if connected to the other network device byway of a cradle, cable, or other device or wireless connection. Thehandheld device 105 can be configured to communicate according to anysuitable communication protocol(s).

As shown in FIG. 1, handheld devices 105, a middleware server 130, a FTPserver 150 and sales force representative agency devices 145 may all beinterconnected by way of a network 120. Sales force representativeagency devices 145 may include any processor-driven devices that areconfigured to communicate with the middleware server 130 via the network120 or a dedicated communications link.

In the environment shown in FIG. 1, data collected at a handheld device105 by a sales force representative may be transmitted to the middlewareserver 130 and may be made instantly (or nearly instantly) available tothe other devices connected to the network 120. The middleware server130 may include or be in communication with a database 135 through a FTPserver 150 for storing the data received by the handheld device 105and/or it may be in communication with database 155. The databases 135,155 may be configured to store the data in an encrypted format, using arelational data storage model, an object oriented data storage model, adata aggregate storage model (e;g., one or more XML aggregates) or anyother suitable data storage model. As one example, sales forcerepresentative agency devices 145 may interact with the middlewareserver 130 via the network 120 using web browser software. By way ofexample, see discussed in co-pending U.S. patent application Ser. No.10/421,639, entitled “Systems and Methods for Providing Field ForceAutomation in Big Box Retail Environments,” filed Apr. 22, 2003, andU.S. patent application Ser. No. ______, entitled “System and Method ForCommunicating Data Between Wireless Mobile Hand-Held Computer and aBack-End Computer System,” filed on Dec. 23, 2005 (Attorney Docket No.07258.105008), each of which is hereby fully incorporated herein byreference.

As mentioned, a sales force representative may use the handheld device105 to collect data during a visit to a retail center or other location.The sales force representative may discuss new products and existingorders and record comments or new orders using the handheld device 105.The handheld device 105 of the invention may be configured with hardwareand/or software for receiving and storing various types of data,including text, signatures, images and sounds. By way of illustrationonly, the handheld device 105 may comprise a Microsoft Windows CE-baseddevice, such as the Casio ‘Cassiopeia,’ the Dell ‘Axim,’ etc., a PalmOS-based personal digital assistant (PDA), or any other suitablehandheld computing device.

FIG. 2 is a flow diagram illustrating steps in a method 200 forfacilitating sales utilizing customer relationship managementtechnology, according to an exemplary embodiment of the invention. Theexemplary method 200 of FIG. 2 and all methods described herein, aremerely illustrative and, in alternative embodiments of the invention,certain steps can be performed in a different order, in parallel withone another, certain steps can be omitted entirely, and/or certainadditional steps can be performed.

In routine 201, a handheld device 105 is synchronized to a middlewareserver 130 to upload and download relevant sales context informationfrom a backend database 135. Either the middleware server 130 or thehandheld device 105 can initiate the synchronization. In synchronizingthe handheld device 105 with the middleware server 130, the handhelddevice 105 transmits current data collected by the sales forcerepresentative 215 on the handheld device 105 to the middleware server130. Furthermore, current data stored at the database 135 is transferredto the handheld device 105 through the middleware server 130.Synchronization of the handheld device 105 can also involve transmittingdata, e.g., instructions, software, messages, and/or alerts, from themiddleware server 130 to the handheld device 105. Routine 201 isdescribed in greater detail below, in conjunction with FIG. 3.

Another synchronization protocol suitable for the invention is the RedRover middleware client 137, which is discussed in co-pending U.S.patent application Ser. No. 10/421,639, entitled “Systems and Methodsfor Providing Field Force Automation in Big Box Retail Environments,”filed Apr. 22, 2003, and U.S. patent application Ser. No. ______,entitled “System and Method For Communicating Data Between WirelessMobile Hand-Held Computer and a Back-End Computer System,” filed on Dec.23, 2005 (Attorney Docket No. 07258.105008), each of which is herebyfully incorporated herein by reference.

While routine 201 is identified as a separate step in the process, it isapparent to one of ordinary skill in the art that in a wirelessenvironment, routine 201 can be performed in parallel with any otherstep in the process. That is, when the handheld device 105 has a goodwireless connection to the middleware server 130, data from the handhelddevice 105 can be transmitted to the middleware server 130 and data fromthe database 135 can be transmitted to the handheld device 105 throughthe middleware server 130. It is the wireless aspect of the handhelddevice 105 that can allow for the real time or nearly real time trackingof customer information by the middleware server 130.

In conjunction with routine 201, data uploaded from the handheld device105 to the middleware server 130 is stored in the database 135 connectedthrough an FTP server 150 in step 205. The middleware server 130 makesthe stored data available for the handheld devices 105. As discussed,the middleware server 130 may also store the transmitted data in thedatabase 155 at or connected to the middleware server 130. Furthermore,in step 205, the stored data can be transmitted to other handhelddevices from the database 135 through the middleware server 130.

After receiving the most current user information in routine 201, amobile sales force representative 215 arrives at customer location 220to conduct a sales visit with a customer in step 202. In step 203, thesales force representative 215 can utilize relevant sales contextinformation displayed on the handheld device 105 to facilitate the saleof products to the customer. In so doing, the sales force representative215 collects data, such as new order information and comments, relatedto the customer on his handheld device 105.

In step 204, the new customer information obtained in step 203 isentered into the handheld device 105 by the mobile sales forcerepresentative 215. The entered data can comprise new order information,customer contact information, and other comments concerning the customerthat the mobiles sales force representative 215 may find necessary toinput into the handheld device 105.

FIG. 3 is a block flow diagram illustrating steps in a routine 201 forsynchronizing current customer information between the handheld device105 and the database 135 utilizing the middleware server 130, accordingto an exemplary embodiment of the invention. The exemplary routine 201is merely illustrative and, in alternative embodiments of the invention,certain steps can be performed in a different order, in parallel withone another, certain steps can be omitted entirely, and/or certainadditional steps can be performed. Furthermore, specific examples of thetypes of information synchronized in exemplary routine 201 will bedescribed in FIGS. 6-1 to 6-8 below.

As previously discussed, the invention contemplates a proprietary filesynchronization middleware client 170 known as Red Rover located on themiddleware server 130. The middleware client 170 is responsible for thecommunications between the middleware server 130, FTP server 150,database 135, and handheld device 105 in exemplary routine 201.

In an exemplary embodiment, the exemplary routine 201 utilizes a FTPserver 150 located between the middleware server 130 and a backenddatabase 135. The FTP server 150 is responsible for accessing files onthe backend database 135 and holding them until they are requested bythe middleware server 130. Therefore, when files are updated at thebackend database 135, the backend database 135 can “drop off” the filesat the FTP server in order to be “picked up” by the middleware server130. In order to receive and send files from the FTP server 150, themiddleware client 170 communicates through and utilizes a file transferprotocol “FTP,” which is well known to one of ordinary skill in the art,to perform the exemplary routine 201.

By way of example, the backend database 135 can be a proprietarydatabase operated by a sales force representative agency. In a salescontext related environment, the sales force representative agency maywant to include information about a new product onto the backenddatabase 135 in order for the sales force representatives 215 tosubsequently inform the customers about the new product. Therefore, whenthe new product information is updated on the backend database 135, thefiles will be automatically transmitted to the FTP server 150. Atperiodic times, the middleware server 130 will communicate with the FTPserver 150 using FTP to upload new files to the FTP server 150.Furthermore, the middleware server 130 will also access and download thenew files on the FTP server 150. Subsequently, these files can betransferred to particular handheld devices 105.

In an exemplary embodiment, the middleware server 130 can comprise aclient specific software application such as PACE software, that isowned by the assignee of the invention, and described in co-pending U.S.patent application Ser. No. 10/421,639, entitled “Systems and Methodsfor Providing Field Force Automation in Big Box Retail Environments,”filed Apr. 22, 2003, the entire contents of which is hereby fullyincorporated herein by reference, to perform the exemplary routine 201.The PACE software is a customer relationship management softwareapplication 180 that may reside on the middleware server. The PACEsoftware provides for the pre-processing of information received fromthe backend database 135 on the middleware server 130 that is destinedfor the handheld device 105.

The handheld device 105 or the middleware server 130 can initiate asynchronization request to synchronize the most current customerinformation between the database 135 and the handheld device 105.However, a wireless connection between the handheld device 105 and themiddleware server 130 must be available in order to synchronize thedata. Therefore, in decision step 300, the handheld device 105determines whether a wireless connection with the middleware server 130is available. If no wireless connection is available the handheld device105 continues to receive current data on the customer as inputted by themobile sales force representative in step 204. However, if a wirelessconnection with the middleware server 130 is available in step 300,synchronization of the most current customer information between thedatabase 135 and the handheld device 105 can occur.

After it is determined that a wireless connection is available in step300, the middleware server 130 receives a synchronization requestcontaining a particular identifier from the handheld device 105 in step305. In step 310, the middleware server 130 associates the identifierwith the database 135. The identifier can associate the mobile salesforce representative into different groups or classifications in thedatabase. For example, the mobile sales force representative may beassociated with different divisions or territories based on where therepresentative is assigned and/or the type of customers therepresentative is responsible for. These classifications make it moreefficient to determine the updated information that the mobile salesforce representatives receive on their handheld devices.

In routine 315, the files are uploaded from the handheld device 105 tothe middleware server 130. Upon successful storage of the upload file,the middleware server 130 acknowledges successful upload to the handhelddevice client 105. Upon acknowledgement, the handheld device 105archives and/or deletes the source upload file and continues to transmiteach remaining upload file following the same process. Routine 315 willbe discussed in more detail below in reference to FIG. 4. Afterprocessing all upload files, the handheld device 105 downloads filesfrom the middleware server 130 in routine 320. Routine 320 will bediscussed in more detail below in reference to FIG. 5. Upon completionof the upload and download protocols, the handheld device 105 thendisconnects from the middleware server 130 without awaiting anacknowledgement that the files were received intact and successfullystored in the appropriate database.

FIG. 4 is a block flow diagram illustrating steps in a routine 315 forsynchronizing the handheld device 105 with the middleware server 135 toupload relevant sales context information, according to an exemplaryembodiment of the invention. The exemplary routine 315 is merelyillustrative and, in alternative embodiments of the invention, certainsteps can be performed in a different order, in parallel with oneanother, certain steps can be omitted entirely, and/or certainadditional steps can be performed.

According to the middleware client 170, uploads from a handheld device105 to the middleware server 130 are meant to be “fast and dumb.” Tofacilitate a rapid upload process, the middleware client 170 specifiesthat each handheld device 105 maintain an index of files to be uploadedto the middleware server 130. In step 400, the index is transmitted tothe middleware server 130 during the initial synchronization request ofstep 305. In step 405, The middleware server 130 parses the indexreceived from the handheld device 105 and cross-references each indexedfile against its list of files received from the handheld device 105. Instep 410, the middleware server 130 then instructs the handheld device105 to upload only those indexed files that have not been previouslyreceived and/or not received within a certain timeframe by themiddleware server 130.

In step 415, the handheld device 105 uploads its files to a queue on themiddleware server 130. In step 420, the middleware server 130 processesthe queued files. Part of the processing in step 420 involves formattingthe queued files into an understandable format. A part of the formattingthe data at the middleware server 130 involves altering the informationwhereby the middleware client 170 can communicate using FTP through theFTP server 150 to transfer the information to the database 135. FTP isused as one form of file transport for the transferring of the filesbetween the middleware server 130 and database 135. In step 425, thequeued files are transferred to the database 135 for storage.

In step 430, any files received intact from the handheld device 105 areadded to the list maintained by the middleware server 130. The list maybe specific to the handheld device 105 (e.g., identified by a handheldidentification number) and may record the date and time of reception foreach file.

Finally, in step 435, the database 135 can communicate through themiddleware server 130 again to utilize the middleware client 170 totransmit the current customer information to handheld devices that havepreviously requested the data or to handheld devices that have justrequested the data. The transmission of the current customer informationallows the handheld devices connected to the network to near real-timeaccess to the information.

FIG. 5 is a block flow diagram illustrating steps in a routine 320 forsynchronizing the handheld device 105 with the middleware server 135 todownload relevant sales context information, according to an exemplaryembodiment of the invention. The exemplary routine 320 is merelyillustrative and, in alternative embodiments of the invention, certainsteps can be performed in a different order, in parallel with oneanother, certain steps can be omitted entirely, and/or certainadditional steps can be performed.

According to the middleware client 170, files downloaded from themiddleware server 130 to the handheld device 105 are staged in advanceof the file synchronization request in step 305. Therefore, in step 500,the middleware server will have previously determined which files needto be downloaded to the handheld device 105 in advance of the receipt ofa synchronization request. Files may be associated with particularhandheld devices 105, particular groups of sales force representativesor their agency, particular customer locations 220, etc., by assigningunique identifiers to any such entities.

When a file synchronization request is received at the middleware server130 from a handheld device 105 in step 305, the middleware server 130may detect one or more identifiers associated with the handheld device105 in step 505. In step 510, the middleware server 130 transmits anyfiles associated with the identifier(s) to the handheld device 105. Ahierarchy of priorities for each type of identifier (e.g., handhelddevice ID, group ID, etc.) may be established so that file downloads maybe managed at the device level and/or at the group level. Adetermination as to whether to download a file to a handheld device 105may be based on the “last change” date of the file and/or the date thefile was last sent to the handheld device 105. Of course, such dates maybe ignored in an appropriate case and all files associated with theidentifier(s) of the handheld device 105 may be downloaded.

After receiving the files in step 510, the handheld device 105 sorts anddisplays the customer information records in predetermined categories instep 515 based on the software of the handheld device 105 and thepreferences set by the sales force representative 215 or the sales forcerepresentative's agency. In step 520, the sales force representative 215can make selections on the handheld device 105 to view the particularcategories in order to review the customer information. After the salesforce representative makes a selection, the handheld device 105 candisplay the next level of information associated with the particularcategory comprising the most current information on the customer in step525. For examples of the categories of information available to themobiles sales force representative 215 on the handheld device, seediscussion below related to FIGS. 6-1 to 6-8.

FIG. 6, comprising FIG. 6-1 through FIG. 6-8, illustrates exemplaryscreen displays which provide a demonstration of the functionality ofthe handheld device 105 in accordance with an exemplary embodiment ofthe invention. Each of FIGS. 6-1 thru 6-8 are merely illustrative of adisplay screen 107 of a handheld device 105.

FIG. 6-1 represents an exemplary main menu screen 600 of the handhelddevice 105. FIG. 6-1 assumes that the sales force representative hasbypassed a login interface to gain access to the handheld device 105. Togain access to the handheld device 105, the sales force representativemay select his/her name from a pre-populated “Name” list or mayotherwise enter his/her name using a stylus 113, integrated controls109, a microphone 111 or any other integrated or attachable inputdevice. An exemplary login interface may also require that a password beentered into a “Password” field before access to the application isgranted. The exemplary main menu 600 represented in FIG. 6-1 presentsthe mobile sales force representative with different activities thathe/she may wish to perform. These activities comprise: “Sales” 602,“Maintenance” 604, “Training” 606, “Search” 608, “Help” 612, and “*NewAlert*” 614.

FIG. 6-2 represents an exemplary screen that may be presented to theuser upon the selection of the “Sales” link 602. After clicking on the“Sales” link 602, the mobile sales force representative is given theopportunity to select a particular customer 616 in order to obtaininformation for that customer. The exemplary screen displays a listingof all potential customers 618 that the mobile sales forcerepresentative may wish to retrieve information about. As previouslydiscussed, the information can be classified in particular categoriesand then associated with a mobile sales force representative. The mobilesales force representative can select a customer from the listing 618 inorder to review more detailed information about that particularcustomer. For example, a mobile sales force representative could selectthe “1” under the “Customer #” or “Customer A” under “Name” to reviewinformation about Customer A located in Atlanta, Ga. 620. As will berepresented with respect to the subsequent screen shots, navigationbuttons such as “Back” 622 will be available to assist the mobile salesforce representative in locating the information they need.

FIG. 6-3 represents an exemplary screen that may be presented to theuser upon the selection of the “Customer A” link 620. After clicking onthe “Customer A” link 620, the mobile sales force representative ispresented with the Store Information 624 for Customer A located inAtlanta, Ga. This exemplary screen can display potential options toobtain further information about the customer. These options comprise:“Customer Information” 626, “Sales Visit” 628, and “Contact Information”630.

FIG. 6-4 represents an exemplary screen that may be presented to theuser upon the selection of the “Customer Information” link 626. Afterclicking on the “Customer Information” link 626, the mobile sales forcerepresentative is presented with additional store information forCustomer A located in Atlanta, Ga. This exemplary screen can displaypotential options to obtain further information about the customer.These options comprise: “Sales History” 632, “Comments History” 634,“Outstanding Orders” 636, “Credit Status” 638 and “Store Contacts” 640.

The “Sales History” link 632 may comprise information concerning priorsales history, including quantities and prices. The “Comments History”link 634 may comprise additional notes a previous mobile sales forcerepresentative may have made concerning a previous site visit or othermatter. The “Outstanding Orders” link 636 may comprise informationconcerning any orders the customer has not yet received, which mayinclude status information regarding availability or shipping. The“Credit Status” link 638 may comprise information about the customer'scredit report, including their credit limit; balance, or issues withpreviously unpaid bills. Finally, the “Store Contacts” link 640 maycomprise information about particular individuals at the customerlocation that the mobile sales force representative corresponds with,including the contacts' name, phone number, and email.

FIG. 6-5 represents an exemplary screen that may be presented to theuser upon the selection of the “Sales Visit” link 628. After clicking onthe “Sales Visit” link 628, the mobile sales force representative ispresented with additional options related to activities the mobile salesforce representative may want to utilize while conducting a site visitfor Customer A located in Atlanta, Ga. These potential options comprise:“New Products” 642, “Talking Points” 644, “Demonstrations” 646, “AddComments” 648 and “Add Contacts” 650.

The “New Products” link 642 may comprise information concerning newproducts that Customer A may potentially be interested in buying. The“Talking Points” link 644 may comprise certain information that has beenprepared for the mobile sales force representatives to present tocustomers. The “Demonstrations” link 646 may comprise information suchas picture, video, or audio files that can be used to enhance the salesexperience to the customer by showing them images of certain productsthat they may be interested in purchasing. The “Add Comments” link 648may comprise a feature to allow the mobile sales force representative toinput any information that he/she may feel is necessary to record so itwill be available in a subsequent sales visit and possibly for adifferent sales force representative. Finally, the “Add Contacts” link650 may comprise a feature to allow the mobile sales forcerepresentative to input any new information about particular individualsat the customer location that the mobile sales force representativecorresponds with, including the contacts' name, phone number, and email.

FIG. 6-6 represents an exemplary screen that may be presented to theuser upon the selection of the “Administration” link 608. After clickingon the “Administration” link 608, the mobile sales force representativeis presented with options related to job administration duties. Thesepotential options comprise: “Time” 652, “Expense Reports” 654, “TravelLog” 656, “Request PTO” 658 and “Add Contacts” 660.

The “Time” link 652 may comprise a feature to allow the mobile salesforce representative to input in his/her daily time. The “ExpenseReports” link 654 may comprise a feature to allow the mobile sales forcerepresentative to input in any expenses such as gas, food, lodging,transportation expenses, etc. The “Travel Log” link 656 may comprise afeature to allow the mobile sales force representative to keep track ofhis sales route. The “Request PTO” link 658 may comprise a feature toallow the mobile sales force representative to request days off forsickness or vacation. Finally, the “Add Contacts” link 660 may comprisea feature to allow the mobile sales force representative to input anynew information about particular individuals at not affiliated with acustomer location, including the contacts' name, phone number, andemail.

FIG. 6-7 represents an exemplary screen that may be presented to theuser upon the selection of the “*New Alerts*” link 614. After clickingon the “*New Alerts*” link 614, the mobile sales force representative ispresented with options related to an alert feature of the invention.These potential options comprise: “Contact Alerts” 662 and “ProductAlerts” 664. The alert features are especially helpful tools in allowingthe mobile sales force representative to stay in contact with theircustomers without forgetting about anyone.

FIG. 6-8 represents an exemplary screen that may be presented to theuser upon the selection of the “Contact Alerts” link 662. After clickingon the “Contact Alerts” link 662, the mobile sales force representativeis presented with an alert feature of the invention. In an exemplaryembodiment of the invention, particular alerts can be programmed inorder to alert the mobile sales force representatives of particularmilestones. In the exemplary screen shot of FIG. 6-8, an alert 666 isprovided that states, “**The following customers have not been contactedin the past 90 days.**” Beneath the alert 666, a listing of customers668 who have not been contacted within this period, along with thelength of time since their last contact, can be provided. Mobile salesforce representatives or their agencies can determine certain milestoneswhere they would like to receive alerts based on certain criteria.

Furthermore, while not represented, information about new products orservices could be provided if a mobile service provider clicks on the“Product Alerts” link 664. This feature could allow companies to promotenew products to their sales force, so the sales force can inform thecustomers. The new product alerts could also be focused to particularcustomers based on the type of products the customer already sold.

While not represented, the invention can also provide exemplary screensthat may be presented to the user upon the selection of the“Maintenance” link 604, “Training” link 606, “Search” link 610, and“Help” link 612. The “Maintenance” link 604 may comprise a feature toallow the mobile sales force representative to update the hardware orsoftware of the handheld device. The “Training” link 606 may comprise afeature to allow the mobile sales force representative to view trainingvideos or review training materials related to particular products orgeneral sales. The “Search” link 610 may comprise a feature to allow themobile sales force representative to conduct extensive searches forinformation located on the handheld device 105. Finally, the “Help” link612 may comprise a feature to allow the mobile sales forcerepresentative to search an extensive index of help related feature onhow to operate the handheld device 105.

FIG. 7 is an illustration of a bar chart 700 indicating relative salesforce representative performance relating to product sales promotion tocustomers, generated in accordance with an exemplary embodiment of theinvention. The bar chart 700 is merely illustrative and, in alternativeembodiments of the invention, certain elements of the bar chart 700 canbe altered, certain elements can be omitted entirely, and/or certainadditional elements can be included.

As set forth above, authorized users, e.g., sales force representativeagencies, can generate reports based on data collected by sales forcerepresentatives relating to product sales to customers. Handheld devicesof the sales force representatives can transmit the data, e.g., via awireless network, to a server for storage, querying, and/or reportgeneration. By accessing a reporting module of the server, e.g., via anetwork, the authorized users can obtain real-time or near real-timeinformation about the sales force representatives' performance.

Among the types of information that the authorized users can obtain isinformation regarding the relative performance of the sales forcerepresentatives. The bar chart 700 of FIG. 7 exemplifies one embodimentof such information. The bar chart 700 illustrates, in percentage form,the relative performance of each of four sales force representatives inpromoting certain products to their respective customers. As illustratedin the bar chart 700, Sales Force Representative A is approximately 20%complete with his promotion of Product A with respect to certaincustomers, 30% complete with his promotion of Product B with respect tocertain customers, and 15% complete with his promotion of Product D withrespect to certain customers. By tracking, in real-time (or nearreal-time), the status of promoting certain products to customers, salesforce representative agencies can maintain accurate budgets andaccounting documents relating to sales of new products and the relativepopularity of certain products in the marketplace.

In one embodiment of the invention, the authorized users can track salesforce representative performance at the instruction/prompt level. Forexample, with regard to Sales Force Representative A's promotion ofProduct A with respect to a customer, the authorized users can determinewhich customers Sales Force Representative A has corresponded withconcerning the new product and which customers Sales ForceRepresentative A has not yet corresponded. Tracking performance at sucha level can be particularly helpful, for example, if a sales forcerepresentative quits, is fired, is injured, or otherwise is unwilling orunable to correspond with a customer concerning a new sales product. Byknowing in real-time (or near real-time) which customers have not yetheard about a particular product, the sales force representative agency,for example, can readily deploy another sales force representative tocontinue the promotion of the new product where the previous sales forcerepresentative left off.

It will be appreciated that the exemplary embodiments of the inventionovercome the limitations of the prior art. From the description of theexemplary embodiments, equivalents of the elements shown therein andways of constructing other embodiments of the invention will be apparentto practitioners of the art. Many other modifications, features andembodiments of the invention will become evident to those of skill inthe art. It should be appreciated, therefore, that many aspects of theinvention were described above by way of example only and are notintended as required or essential elements of the invention unlessexplicitly stated otherwise. Accordingly, it should be understood thatthe foregoing relates only to certain embodiments of the invention andthat numerous changes can be made therein without departing from thespirit and scope of the invention as defined by the following claims. Itshould also be understood that the invention is not restricted to theillustrated embodiments and that various modifications can be madewithin the scope of the following claims.

1. A method for facilitating sales comprising the steps of: preparing aplurality of files in advance of receiving a synchronization request;receiving a synchronization request containing a unique identifier forcustomer information from a handheld device at a middleware server;receiving a file index from the handheld device at the middlewareserver; comparing the file index to a file list at the middlewareserver; transmitting a plurality of files that have not been previouslyreceived to the middleware server via a wireless network; andtransmitting a plurality of files associated to the unique identifier tothe handheld device via a wireless network.
 2. The method of claim 1,further comprising: displaying the matching records on the handhelddevice; and receiving current customer information with the handhelddevice.
 3. The method of claim 1, wherein the step of receiving asynchronization request further comprises associating the uniqueidentifier with at least one database.
 4. The method of claim 2, whereinthe step of displaying the matching records on the handheld devicefurther comprises: formatting the records into predetermined categories;receiving a selection of a category by a user of the handheld device;and displaying a next level of information associated with the category.5. The method of claim 2, wherein the step of receiving current customerinformation with the handheld device further comprises: formatting thecurrent customer information with the handheld; and storing the currentcustomer information with the handheld.
 6. The method of claim 1,further comprising determining whether a wireless connection with thenetwork is available.
 7. The method of claim 1, wherein the step oftransmitting a plurality of files that have not been previously receivedto a middleware server further comprises: formatting the plurality offiles into a readable format at the middleware server; sending theplurality of files to a database via a file transfer protocol server;and updating the file list maintained by the middleware server.
 8. Themethod of claim 1, further comprising transmitting the current customerinformation to a plurality of handheld devices via a wireless network.9. A system for facilitating sales comprising: a wireless network; ahandheld device operable for transmitting a synchronization requestcontaining a unique identifier for customer information, operable forreceiving a plurality of files associated to the unique identifier forcustomer information via a wireless network, and operable for atransmitting a plurality of files that have not been previously receivedto a middleware server via a wireless network. a middleware servercoupled to the wireless network and operable for preparing a pluralityof files in advance of receiving a synchronization request, receiving aplurality of files that have not been previously received via a wirelessnetwork, and transmitting a plurality of files associated to the uniqueidentifier for customer information via a wireless network; a filetransfer protocol server coupled to the wireless network and operablefor receiving the current customer information from the server, and forstoring current customer information in a database.
 10. The system ofclaim 9, wherein the handheld device is further operable for displayingthe matching records, and operable for receiving current customerinformation from a user.
 11. The system of claim 9, wherein the handhelddevice is further operable for formatting the records into predeterminedcategories, receiving a selection of a category by a user of thehandheld device, and displaying a next level of information associatedwith the category.
 12. The system of claim 9, wherein the handhelddevice is further operable for determining whether a wireless connectionwith the network is available.
 13. The system of claim 9, wherein thehandheld device is further operable for formatting the current customerinformation with the handheld, and storing the current customerinformation with the handheld.
 14. The system of claim 9, wherein themiddleware server is further operable for formatting the plurality offiles into a readable format at the middleware server, sending theplurality of files to a database via the file transfer protocol server,and updating the file list maintained by the middleware server.
 15. Thesystem of claim 9, wherein the middleware server is further operable fortransmitting the current customer information to a plurality of handhelddevices via a wireless network.